Performance ImprovementChapter 16

Productivity and TQM - Nancy Hudson

Performance Improvement

Objective: Increased production with less human effort

Biggest and toughest challenge facing managers

What is Productivity?

Measurement of accountability Measure of outputs in relation to inputs

Output = product Inputs = resources used to create a product

Time Money Labor Raw material

Productivity Measurements

Quantitative measure: Quantity produced Internal measurementsExternal measurements

Qualitative measure: Concerned with the accuracy and quality of what is produced

Outcomes: Was the purpose of the product fulfilled?

Productivity Measurements

Qualitative measurements are integrally related to quantitative measurements

Volumes produced are important only if what is produced is correct

Quality must consistently meet the standards that have been set for the product

Productivity Measurements

Outcomes are more difficult to measureOut of the control of the person or group

doing the production

May take years to see results

Dietitians becoming better at developing and documenting short-term outcomes

Foodservice Productivity

Quantitative: Trays per minute

Qualitative: Trays correct & complete

Outcomes: Did patient eat the tray?

Productivity Measurements

Establish a quantitative, a qualitative, and an outcome measurement:DishwasherCookServer

Productivity Measurements

Little value unless used Managers should monitor daily or every

few days Use of computerized spreadsheets Able to make quick adjustments

Sample: employee hours/occupied bedAble to justify staffing

QWL Approach

Quality of Work Life (QWL)An approach to management that takes into

consideration the quality of human experiences in the workplace

People are key factor to productivityAchievement of a better bottom line of

productivity must be everybody’s business

Leadership Style

To increase productivity:General rather than detailed supervisionDevote more time to supervisory activitiesMore attention to planning of workPermit employees to participate in decision-

makingEmployee centered

Keys to Quality of Work Life

Cooperation Trust Involvement Respect Rapport Openness

Work Design

Objectives: Increase productivity Increase employee satisfaction

Provide safe work environment that allows for effective and efficient work methods

Work Simplification

“Work smarter, not harder”

Unnecessary operations and excess motions High cost and time requirements

Effective work simplification program Increase foodservice worker productivity by 20-50%

Performance Improvement

A study of the environmental factors and the activities of the workers in meeting the objectives of the organization. Break down jobMotion and time studyMethods: work sampling, pathway chart,

process chart

Quality Management Quality Control (QC) Quality Assurance (QA) Quality improvement process-QIP Continuous quality improvement-CQI

Process of identifying areas in a department that can be strengthened and working to make those areas better

Example: Patient Satisfaction surveys

Quality Management

Total quality management-TQMThroughout the organization

Strengthen areas that cross departmental lines

Focuses on problem or product to be improved

TQM Most successful businesses have a

TQM program

Objectives: Identify barriers to qualitySatisfy internal and external customersCreate an atmosphere of continuous

improvement

TQM

Five major subsystemsCustomer focusA strategic approach to operationsCommitment to human resource

developmentLong-term focusTotal employee involvement

TQM - Management Philosophy

Change of processes, not people Focus on the customer-”outcomes” Empowerment of employees Team approach to accomplish change Sequential steps to control processes Long-term organizational commitment

TQM Team

Every department represented No management Individuals/departments submit problem Team investigates Develop solution Present to Administrative team

TQM Tools

Brainstorming Flow or process charting Fish Diagram Pareto Chart: Work of tallest bar Scatter diagrams Control and run charts Histograms